Call center communications system for handling calls to a call center

ABSTRACT

The invention provides a call center communication system to handle calls to a call center by obtaining absolute address for a call center resource from a call center resource processor prior to directing the call to the call center resource. The invention includes a first communication system that receives and processes the initial signal to select a call center resource processor and generates and transmits an address query for the call center resource processor. After receiving an address response including an absolute address for the call, the first communication system processes the address response to generate route information to cause a second communication system to route the call to a call center resource in call packets containing the absolute address. The first communication system transmits the route information including the absolute address for the second communication system. After receiving the call through the first communication system, the second communication system routes the call packets including the absolute address for the call center resource. At the call center resource, no translation of the call is needed to direct the call to the call&#39;s final destination. Therefore, complex routing equipment at the call center resource can be eliminated. Because the absolute address is identified at the call center resource processor, the invention may also transmit service data over the same communications equipment as the call from the network element system to the call center resource. Separate communications equipment at the call center resource for service data can be eliminated.

RELATED APPLICATIONS

This application is a continuation of U.S. patent application Ser. No.09/301,381, filed on Apr. 27, 1999, entitled, “Call CenterCommunications System For Handling Calls To A Call Center,” which ishereby incorporated by reference into this application.

FEDERALLY SPONSORED RESEARCH OR DEVELOPMENT

Not applicable

MICROFICHE APPENDIX

Not applicable

BACKGROUND OF THE INVENTION

1. Field of the Invention

The invention is related to the field of call processing systems, and inparticular, to a system that routes calls to a call center.

2. Description of the Prior Art

Call processing is a key component to companies looking to compete inrapidly growing global markets. Call processing is essential tocompanies for entering sales orders, furnishing product or serviceinformation, and providing customer service. The increasing number ofcalls handled by a call center and the need for expanding service to newgeographic regions introduce new demands to call center processing. Inorder to meet these demands, companies are increasing their number ofcall centers to provide better customer service such as extended hoursof operations and service agents fluent in the caller's native language.One call center could provide for continuous operating hours and adiverse array of foreign language agents. However, constraints such asgraveyard shifts and lack of ethnic diversity in a certain geographicregion make a one call center solution difficult. Other solutions suchas different “800” numbers based on language or hours of operations areconfusing to the consumer and thus impractical. Greater number of callcenters can also improve customer service by reducing queuing timesthrough diverting calls to less occupied call centers.

A flexible and robust call processing solution with an expansive networkof call centers is needed. An important factor in providing an operablesolution is to minimize costs. Simplifying each call center down to theservice agent assists in reducing costs and implementation times. Lessimplementation of call processing equipment can further reduce unneededcosts. In the event that a call center becomes impaired, the callprocessing solution should be flexible enough to route calls toalternate call centers. Implementation of new call processing schemesshould be uniform and rapid across the network of call centers.Companies also require usage and call information to monitor callcenters usage and improve future call processing designs. Ultimately,companies need greater freedom to employ their own provisioning,managing, and billing tools for their call centers.

One current system uses a telephone circuit switch to receive calls andsignaling into a network. The telephone circuit switch processes thecalled number to generate and transmit a first query to a ServiceControl Point (SCP). The SCP processes the first query to generate asecond query to a routing processor at a call center. The routingprocessor at the call center responds to the SCP with routinginformation, and the SCP responds to the telephone circuit switch withthe routing information. The telephone circuit switch then extends thecall to another telephone circuit switch connected to the call centerbased on the routing information. This other telephone circuit switchthen transfers the call to the call center over a dedicated TimeDivision Multiplexing (TDM) line, such as an Integrated Services DigitalNetwork (ISDN) connection. This transfer includes a transfer of thecalled number. Routing equipment at the call center must process thecalled number to internally route the call to the destination within thecall center. This system is deficient because it forces the routingequipment at the call center to handle dialed number processing. It alsodoes not allow the efficient utilization of packet-based transporttechnologies.

Another current system uses a telephone circuit switch to receive callsand signaling into a network. The telephone circuit switch processes thecalled number to generate and transmit a first query to a ServiceControl Point (SCP). The SCP responds to the telephone circuit switchwith the routing information. The telephone circuit switch then extendsthe call to a service platform using Extended Superframe (ESF) or ISDNconnections. The service platform processes the called number togenerate a second query to a routing processor at a call center. Therouting processor at the call center responds to the service platformwith routing information. The service platform then extends the call toanother telephone circuit switch connected to the call center based onthe routing information. This other telephone circuit switch thentransfers the call to the call center over a dedicated TDM line, such asan ESF connection or an ISDN connection. This transfer includes atransfer of the called number. Routing equipment at the call center mustprocess the called number to internally route the call to thedestination within the call center. This system is deficient because itforces the routing equipment at the call center to handle dialed numberprocessing. It also does not allow the efficient utilization ofpacket-based transport technologies.

SUMMARY OF THE INVENTION

The invention solves the above problem by providing integrated broadbandcall processing that uses a call center resource processor to determinehow to route calls to the call center. The invention includes a firstcommunication system that receives an initial signal for the call,processes the initial signal to select a call center resource processor,and generates and transmits an address query for the call centerresource processor. After receiving an address response from the callcenter resource processor wherein the address response includes anabsolute address for the call, the first communication system processesthe address response to generate route information to cause a secondcommunication system to route the call to a call center resource in callpackets containing the absolute address. The “absolute” address is ahardware address of a device used to initially answer the call at thecall center. The absolute address is contained in packets for the call.Some examples of absolute addresses are a port identifier, Media AccessControl (MAC) layer address, and Asynchronous Transfer Mode (ATM)address. The absolute address does not require translation at the callcenter to identify the answering devices. In contrast, telephone numbersrequire translation to identify a terminating point or telephone. Thefirst communication system transmits the route information including theabsolute address for a second communication system. After receiving thecall, the first communication system transfers the call packets for thesecond communication system. The second communication system routes thecall packets for the call center resource wherein the call packetsincludes the absolute address.

The invention allows the call center and communications network toefficiently utilize packet-based transport technologies. This results inthe elimination of complex routing equipment at the call center site.Routing can now be passive at the call center resource level since thecall can be routed directly to the service agent or voice response unitbased on the absolute address. Any address translation such as dialednumber processing at the call center resource level can be removed.

Another advantage from utilizing packet-based transport technologies isthe reduction of routing equipment for separate data lines for servicedata. Service data is data associated with the call or data derived fromthe call. Some examples of service data include caller name and address,service scripts, or other screen pop information. In a screen popoperation, service data such as customer profile and product and serviceinformation pops up on the agent's computer when the agent receives theincoming call. Because the call processing system already has theabsolute address for the call, the invention can now transmit theservice data in data packets using the absolute address over the sameline as the call. Therefore, separate, dedicated routing equipment forservice data is eliminated at the call center resource level.

The invention allows telephone companies to provide a flexible androbust call processing system to companies requiring call centerservices. Removing the call processing at the call center site level andcentralizing the call processing at a call center resource processinglevel satisfies many of the call center companies' needs. A centralizedcall center resource processor can monitor call center for overuse andredirect calls to underutilized call centers. The invention provides onephone number access to multiple call centers with increased hours ofoperations and foreign language agents. Centralization to a call centerresource processor will also reduce implementation times of new callcenter processing designs by eliminating implementations at each callcenter site. The centralized call center resource processor providesgreater flexibility to companies to configure their call processingbased on their needs.

The invention may also provide absolute, real-time usage information forthe call to the call center resource processor. The call center resourceprocessor can record service data and call information, while alsomonitoring call center resource availability and bottlenecks. Thisinformation can then be used as a basis for new center processingdesigns and decisions regarding usage of call center processing.

BRIEF DESCRIPTION OF THE DRAWINGS

FIG. 1 is a system level block diagram of an example of the invention.

FIG. 2 is a message sequence chart of an example of the invention.

FIG. 3 is a system level block diagram of a distributed system in anexample of the invention.

FIG. 4 is a system level block diagram for a call center resourceprocessor of a distributed system in an example of the invention.

FIG. 5 is a system level block diagram for a call center resource of adistributed system in an example of the invention.

FIG. 6 is a message sequence chart of a distributed system in an exampleof the invention.

FIG. 7A is a message sequence chart for a call center resource processorof a distributed system in an example of the invention.

FIG. 7B is a continuation message sequence chart for a call centerresource processor of a distributed system in an example of theinvention.

FIG. 8 is a message sequence chart for a call center resource of adistributed system in an example of the invention.

FIG. 9 is a functional diagram of a controllable asynchronous transfermode matrix in accordance with the present invention.

FIG. 10 is a functional diagram of a controllable asynchronous transfermode matrix with time division multiplex capability in accordance withthe present invention.

FIG. 11 is a functional diagram of an asynchronous transfer modeinterworking unit for use with a synchronous optical network system inaccordance with the present invention.

FIG. 12 is a functional diagram of an asynchronous transfer modeinterworking unit for use with a synchronous digital hierarchy system inaccordance with the present invention.

FIG. 13 is a block diagram of a signaling processor constructed inaccordance with the present system.

FIG. 14 is a block diagram of a data structure having tables that areused in the signaling processor.

FIG. 15 is a block diagram of additional tables that are used in thesignaling processor.

FIG. 16 is a block diagram of additional tables that are used in thesignaling processor.

FIG. 17 is a block diagram of additional tables that are used in thesignaling processor.

FIG. 18 is a table diagram of a time division multiplex trunk circuittable used in the signaling processor.

FIG. 19 is a table diagram of an asynchronous transfer mode trunkcircuit table used in the signaling processor.

FIG. 20A is a table diagram of a trunk group table used in the signalingprocessor.

FIG. 20B is a continuation table diagram of the trunk group table.

FIG. 20C is a table diagram of a continuation of the trunk group table.

FIG. 21 is a table diagram of a carrier table used in the signalingprocessor.

FIG. 22 is a table diagram of an exception table used in the signalingprocessor.

FIG. 23 is a table diagram of an originating line information table usedin the signaling processor.

FIG. 24 is a table diagram of an automated number identification tableused in the signaling processor.

FIG. 25 is a table diagram of a called number screening table used inthe signaling processor.

FIG. 26 is a table diagram of a called number table used in thesignaling processor.

FIG. 27 is a table diagram of a day of year table used in the signalingprocessor.

FIG. 28 is a table diagram of a day of week table used in the signalingprocessor.

FIG. 29 is a table diagram of a time of day table used in the signalingprocessor.

FIG. 30 is a table diagram of a time zone table used in the signalingprocessor.

FIG. 31 is a table diagram of a routing table used in the signalingprocessor.

FIG. 32 is a table diagram of a trunk group class of service table usedin the signaling processor.

FIG. 33 is a table diagram of a treatment table used in the signalingprocessor.

FIG. 34 is a table diagram of an outgoing release table used in thesignaling processor.

FIG. 35 is a table diagram of a percent control table used in thesignaling processor.

FIG. 36 is a table diagram of a call rate table used in the signalingprocessor.

FIG. 37 is a table diagram of a database services table used in thesignaling processor.

FIG. 38A is a table diagram of a signaling connection control part tableused in the signaling processor.

FIG. 38B is a continuation table diagram of the signaling connectioncontrol part table.

FIG. 38C is a continuation table diagram of the signaling connectioncontrol part table.

FIG. 38D is a continuation table diagram of the signaling connectioncontrol part table.

FIG. 39 is a table diagram of an intermediate signaling networkidentification table used in the signaling processor.

FIG. 40 is a table diagram of a transaction capabilities applicationpart table used in the signaling processor.

FIG. 41 is a table diagram of a external echo canceller table used inthe signaling processor.

FIG. 42 is a table diagram of an interworking unit used in the signalingprocessor.

FIG. 43 is a table diagram of a controllable asynchronous transfer modematrix interface table used in the signaling processor.

FIG. 44 is a table diagram of a controllable asynchronous transfer modematrix table used in the signaling processor.

FIG. 45A is a table diagram of a site office table used in the signalingprocessor.

FIG. 45B is a continuation table diagram of the site office table.

FIG. 45C is a continuation table diagram of the site office table.

FIG. 45D is a continuation table diagram of the site office table.

FIG. 46A is a table diagram of an advanced intelligent network eventparameters table used in the signaling processor.

FIG. 46B is a continuation table diagram of the advanced intelligentnetwork event parameters table.

FIG. 47 is a table diagram of a message mapping table used in thesignaling processor.

DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENT

System Configuration and Operation—FIGS. 1-2

An advantage of using an absolute address to transfer a call from acommunications network to a call center resource is that it allows thecall center and communications network to handle the call centerresources in a real time, precise fashion. This results in theelimination of complex, dedicated routing equipment at the call center,since the call can be routed within the call center using the absoluteaddress that is in the call packets when the call center receives them.No longer will duplication of call processing equipment be needed atevery call center. Instead, call processing equipment can be centralizedat the call center resource processor.

An advantage of obtaining an absolute address from a call centerresource processor is that it provides greater flexibility for callcenter operators to employ their own process for handling incomingcalls. Centralization of call center processing can lead to a moredynamic call center architecture and reduction of implementation timesof new design features of call center processing. Call center operatorscan freely configure their global call center network to improvecustomer service by reducing call queuing time and optimizing use ofcall centers.

Another advantage is service data such as customer data and product andservice information can be routed directly to the call center resourceusing the absolute address. The service data is transmitted to the callcenter resource over the same communication equipment as the call istransmitted. Thus, dedicated communication equipment for providingservice data to the call center resource are eliminated.

FIG. 1 depicts a communications system 100 coupled to a call center 120by a control link 110 and a call link 112. The communications system 100is comprised of a call processing system 102 and a network elementsystem 104 connected by a control link 114. A signal link 106 connectsto the call processing system 102. A call link 108 connects with thenetwork element system 104. The call center 120 is comprised of a callcenter resource processor 122 and a call center resource 124 connectedby a control link 126. The control link 110 connects call processingsystem 102 and call center resource processor 122. The call link 112connects the network element system 104 and the call center resource124.

The call processing system 102 could be any computer processing platformthat: 1) receives and processes the signal for a call to select a callcenter resource processor 122, 2) generates and transmits an addressquery for the call center resource processor 122, 3) receives an addressresponse from the call center resource processor 122 that includes anabsolute address for the call, and 4) processes the address response togenerate and transmit a route instruction to cause the network elementsystem 104 to route the call to the call center resource 124 using theabsolute address. The call processing system 102 may also receiveservice data from the call center resource processor 122 and transmitthe service data to the network element system 104 for delivery to thecall center resource 124 using the absolute address.

The network element system 104 represents any communications device orcombination of devices that: 1) receives the call, 2) receives the routeinstruction containing the absolute address for the call, and 3)transfers packets containing the call to the call center resource 124using the absolute address obtained. One embodiment of thecommunications system 100 is further described below in FIGS. 9-47.

The call center resource processor 122 could be any computer processingplatform that: 1) receives the address query for the absolute address,2) processes the address query to identify the absolute address for acall destination within the call center resource 120, and 3) generatesand transmits the address response with the absolute address. The callcenter resource processor 122 may also generate and transmit the servicedata to the call processing system 102.

The call center 120 is a call destination that is typically external tothe communications network 100 and handles high-call volumes. The callcenter includes many call center resources 124 that answer calls andinteract with the caller to provide services such as order taking orcustomer service. Call centers and call center resources are well known.

To transfer the call to the call center 120, the network element system104 transfers packets containing both the absolute address and the callto the call center 120. The call center 120 uses the absolute address toroute these packets to a call destination within the call centerresource 124. It should be noted that the call center 120 does not needto translate the absolute address in order to route the call packets tothe destination. Phone numbers and internet addresses need sometranslation to hardware address such as a MAC layer address. The“absolute” address is a hardware address of a device used to initiallyanswer the call at the call center 120. Some examples of absoluteaddresses are a port identifier, MAC-layer address, ATM address, or callprocessing thread unique to the person or voice response unit (VRU)receiving the call. The absolute address is contained in call packets.An advantage to identifying the absolute address is no translation isneeded at the call center resource 124.

The term “processor” could mean a single processing device or aplurality of inter-operational processing devices. Some examples ofprocessors are computers, microprocessor chips, integrated circuits, andlogic circuitry. A particular reference number in one figure refers tothe same element in all of the other figures.

FIG. 2 depicts a message sequence chart for the call processing system102, the call center resource processor 122, the network element system104, and the call center resource 124 in accordance with the invention.The initial signal comes through the signal link 106 to the callprocessing system 102. The call processing system 102 processes theinitial signal to select the call center resource processor 122 andgenerates the address query. In alternative embodiments of theinvention, the call processing system's 102 processing of the initialsignal to select the call center resource processor 122 can be basedupon the caller number, the called number, or caller entered digits suchas a personal identification number or an account code. The callprocessing system 102 transmits the address query through the controllink 110 to the call center resource processor 122. Upon receipt of theaddress query, the call center resource processor 122 processes theaddress query to identify the absolute address for the call centerresource 124. The call center resource processor 122 also generates theservice data. Service data is data associated with the call or dataderived from the call. Some examples of service data are AutomaticNumber Identification (ANI), customer information, items previouslyordered by the caller, web pages containing data, and promptinginformation. The service data could be used to pop up a screen with thisinformation at the agent's computer. The call center resource processor122 replies with an address response including the absolute address andthe service data back through the control link 110 to the callprocessing system 102.

The call processing system 102 processes the address response togenerate a route instruction to cause the network element system 104 toroute the call to a call center resource 124 in call packets containingthe absolute address. The call processing system 102 then transmits theroute instruction including the absolute address through the controllink 114 to the network element system 104. The call processing system102 transmits a data instruction to cause the network element system 104to route the service data to the call center resource 124 in datapackets containing the absolute address to the network element system104 through the control link 114. The call processing system 102 alsotransmits the service data to the network element system 104 through thecontrol link 114. The network element system 104 receives the call overthe call link 108. In response to the receiving the route instruction,the network element system 104 routes the call to the call centerresource 124 through the call link 112 using call packets that containthe absolute address from the route instruction. The network elementsystem 104 also transmits the service data to the call center resource124 through the call link 112.

Once the call terminates, a release signal is received into the callprocessing system 102 through one of the links 106, 110, or 114. Thecall processing system 102 transmits an instruction to terminate thecall to the network element system 104 through the control link 114. Inresponse to a call release, the call processing system 102 generatescall information. Call information concerning the call is then sent fromthe call processing system 102 to the call center resource processor 122through the control link 110. Call information is information related tothe call's operation. Some examples of call information are callernumber, dialed number, absolute address, time of call, call duration,system usage time, number of resources used, origin of call, andidentification of call center receiving call. Call center resource 124also transmits service data via the control link 126 to the call centerresource processor 122.

Broadband Distributed Call Center Communication System—FIGS. 3-8

FIGS. 3-8 disclose a distributed configuration of the invention, but theinvention is not restricted to the configuration provided below. Thoseskilled in the art will appreciate numerous variations in routing systemconfiguration and operation that are within the scope of the invention.Those skilled in the art will also appreciate how the principlesillustrated in this example can be used in other examples of theinvention.

FIG. 3 depicts system level block diagram of a distributed configurationof the invention. A telephone 302 is connected to a local telephoneswitch 306 via a call link 304. Linked to the local telephone switch 306is a service control point (SCP) 308. A broadband distributed callcenter communications system 300 is comprised of a communications system326, a service control point (SCP) 314, and a communications system 342.The communications system 326 includes a call processing system 316 anda network element 320 linked by a control link 318. A signal link 310connects the local telephone switch 306 to the call processing system316. A call link 312 connects the local telephone switch 306 to thenetwork element 320. The SCP 314 is linked to the call processing system316. The call processing system 316 is connected to a call centerresource processor 324 by a control link 322.

The communication system 326 is coupled to a communication system 342 byan ATM connection 330 and a Transmission Control Protocol/InternetProtocol (TCP/IP) connection 328. The communication system 342 iscomprised of a call processing system 332 and a network element 336connected by a control link 334. The SCP 314 is linked to the callprocessing system 332. The TCP/IP connection 328 connects the callprocessing system 316 with the call processing system 332. The ATMconnection 330 connects the network element 320 with the network element336. The ATM connection 330 typically includes ATM switches that use aNetwork to Network Interface (NNI). A call center 344 is comprised of acall center resource processor 324 and a call center resource 340connected by a control link 346. A call center resource 340 is connectedto the network element 336 by an ATM link 338.

FIG. 4 depicts the call center resource processor 324. The control link322 connects to an Ethernet TCP/IP network 400. The Ethernet TCP/IPnetwork 400 is connected to a pre-routing processor 402, a call centerdatabase 404, a resource management processor 406, a force managementprocessor 408, a post-routing processor 410, an ESP host InteractiveVoice Response (IVR) manager 412, and a call center report processor414.

The pre-routing processor 402 could be any computer processing platformthat: 1) receives and processes an address query for an absoluteaddress, 2) retrieves data from the call center database 404, 3)identifies an absolute address based on characteristics of the call andthe call center resource information from the call center database 404,and 4) transmits an address response for the call processing system 316containing the absolute address. The pre-routing processor 402 can alsoquery the call center database 404, receive service data from the callcenter database 404, and transmit service data to the call processingsystem 316. The pre-routing processor 402 can identify the absoluteaddress based on numerous criteria from the call and the call centerresource. The invention is not limited to the following examples ofcriteria used in identifying the absolute address. The time of the dayor the exact day could be used to route nighttime calls to daytime callcenter resources or play an Interactive Voice Response (IVR) for aholiday greeting. The exact day could be based on day of the week of dayof the year. Caller specific information such as ANI, Dialed NumberIdentification Service (DNIS), geographic region of the caller, a callednumber, and caller entered digits could also be used to route 800 numberemployee benefit calls to agents handling a specific company. Allocationof call center resources based on percentages of call centers resourcesto calls, load balancing, trends, or maximum/minimum/average call quotascould be used to route calls to underutilized call center resources. Thepre-routing processor 402 checks an availability indication if the callcenter resource is available. The pre-routing processor 402 also checkscapability data to match call center resources that are capable tohandle the call. Examples of call center capabilities are language,gender, age groups, education, income levels, seniority level, skilllevel, agent's knowledge of a subject, industry experience. Thepre-routing processor 402 may also route calls to agents based on thedistance between the caller and the call center resource.

The resource management processor 406 could be any computer processingplatform that 1) obtains an availability indication for the call centerresource, 2) obtains capability data for the call center resource, 3)obtains an association of an absolute address with the call centerresource, and 4) transfers information to the call center database 404associating the absolute address for the call center resource with theavailability indication and the capability data for the call centerresource. The availability indication reflects that the absolute addressfor the call center resource can be used to handle calls. The resourcemanagement processor 406 obtains an unavailability indication for thecall center resource and updates the call center database 404 to reflectthat the absolute address for the call center resource cannot be used tohandle calls. The resource management processor 406 obtains anotheravailability indication for the call center resource and updates thecall center database 404 to reflect that the absolute address for thecall center resource can be used to handle calls. The invention is notlimited to the following capabilities of call center resources.Capabilities such as language, sex, age groups, education, and incomescan be matched between caller and call center resources. Prioritycustomers may be matched with the senior agents to provide the bestservice. The agent's skills, knowledge of a subject, or industryexperience may be used to match calls with a specific need. Also, skilllevels may be configured to have more experienced agents receive callsbefore inexperienced agents.

The force management processor 408 could be any computer processingplatform that 1) assists in planning the future capacity of the callcenter resources and 2) updates the call center database 404 with theplanning information. Planning future capacity entails handling overflowand staffing pools of call center resources. Once the planning has beencompleted, the force management processor 408 will update the callcenter database 404, so the planning information can be available toother system components.

The post-routing processor 410 could be any computer processing platformthat 1) receives and processes an address query for an absolute address,2) retrieves call center resource information from the call centerdatabase 404, 3) identifies an absolute address based on characteristicsof the call and the call center resource information from the callcenter database 404, and 4) transmits a transfer response to transferthe original call 316 to the absolute address. The post-routingprocessor 410 can identify the absolute address in the same manner asthe pre-routing processor 402 identifies the absolute address asdiscussed above. The post-routing processor 410 may also receive datafrom the ESP host IVR manager 412.

The ESP host IVR manager 412 could be any computer processing platformthat 1) determines which Interactive Voice Response (IVR) or VoiceResponse Units (VRU) are available, 2) determines which IVRs or VRUs arecapable to handle the calls, and 3) updates the call center database 404with the availability and capability information of the IVRs and VRUs.The ESP host IVR manager 412 may also play scripts made up ofpre-defined building blocks that perform different call relatedfunctions. The building blocks could be comprised of variouscombinations of call related functions including, but not limited to, 1)capturing caller entered digits, 2) routing calls to IVRs, VRUs, oragents based on service data, 3) playing pre-recorded messages based onservice data, date, or time of day, 4) capturing and validating ofcaller entered digits, and 5) collecting call information for reports.Based on the scripts, the ESP host IVR manager 412 can either performthe call related function or route the call to a IVR, VRU, or agent toperform the call related function.

The call center report processor 414 receives service data and callinformation and stores the service data and call information. The callcenter report processor may generate reports based on the service dataand call information. The call center report processor 414 may receiveservice data including, but not limited to, ANI, caller entered digits,residential or pay phone identification, city, address, frequency ofcalls, payment status, last call, reason for call, outcome, and customersatisfaction. The call center report processor 414 may receive callinformation including, but not limited to, agent availability, agentreadiness, talk time, queue time, abandon rate, number of retries, busyrate, network availability, time transferred, call length, VRU time, andwrap-up time.

FIG. 5 depicts the call center resource 340. The ATM link 338 connectsan ATM switch 500 to the network element 336 and uses a User to NetworkInterface (UNI). An ATM network 502 is connected to an ATM switch 500,the control link 346, an interactive voice response unit 504, an agentposition 506, and an access server 508. An agent position 510 is linkedto an access server 508 by an Integrated Services Digital Network link524. An agent position 514 is connected to the access server 508 via a100 Mb link 512. An authorization database 516 is linked to the accessserver 508. A Point-to-Point Protocol link 518 connects the accessserver 508 and a modem 520. An agent position 522 is connected with amodem 520.

FIG. 6 depicts a message sequence chart for the distributedconfiguration of an example of the invention. The telephone 302initializes the call through the call link 304 to the local telephoneswitch 306. The local telephone switch 306 transmits an Initial AddressMessage (IAM) signal using the Signaling System 7 protocol to the callprocessing system 316 via the signal link 310. In another embodiment,the local telephone switch 306 may also generate the routing query tothe SCP 308 that replies with routing instructions. Upon receipt of theinitial signal, the call processing system 316 transmits a SCP query tothe SCP 314 to select the call center resource processor 324. The SCP314 responds to the call processing system 316 with a SCP response.Another embodiment of the invention does not query the SCP for selectingthe call center resource processor 324. After the receipt of the SCPresponse, the call processing system 316 transmits an address query tothe call center resource processor 324 via the control link 322 for theabsolute address of a call center resource 340 for the call. The callcenter resource processor 324 receives the address query and transmitsthe address response with the absolute address and the service data backto the call processing system 316 through the control link 322. Once theaddress response with the absolute address is received, the callprocessing system 316 then transmits a route instruction to the networkelement 320 via the control link 318 to route the call to the networkelement 336. The call processing system 316 transmits a data instructionto the network element 320 via the control link 318 to route the servicedata to the call center resource 340. The call processing system 316also transmits the service data to the network element 320 through thecontrol link 318.

After the absolute address is obtained, the call processing system 316transmits route information with the absolute address to the callprocessing system 332 via the TCP/IP connection 328. The call processingsystem 332 transmits the route information with the absolute address tothe network element 336 via the control link 334. The call is sent fromthe local telephone switch 306 to the network element 320 via the calllink. Using NNI, the call is sent from the network element 320 to thenetwork element 336. Using UNI, the network element 336 routes the callin packets to the call center resource 340 via the ATM link 338. Thenetwork element 336 places the absolute address in the call packets inresponse to the route information from the call processing system 332.The service data in data packets follow a similar path from the networkelement 320 to the call center resource 340. When the call terminatesthrough the telephone 302, a release signal is sent to the callprocessing system 316. Upon termination of the call, call information issent from the call processing system 316 to the call center resourceprocessor 324. The call center resource 340 also transmits the servicedata to the call center resource processor 324 via link 346 at thetermination of the call to update the call center resource processor ifservice data has changed. In a different embodiment, the call centerresource 340 may transmit the service data for the call center resourceprocessor via network element 336, network element 320, and callprocessing system 316.

Another embodiment of the invention includes the address query from theSCP 314 to the call center resource processor 324 for the absoluteaddress instead of the address query originating from the callprocessing system 316. The call processing system 316 transmits a SCPquery to SCP 314 to generate the address query for the call centerresource processor 324. After receiving the SCP query, the SCP 314transmits the address query to identify the absolute address of the callcenter resource 340 for the call center resource processor 324. The SCP314 receives the address response including the absolute address and theservice data from the call center resource processor 324. The SCP 314then transmits the SCP response including the absolute address and theservice data to the call processing system 316.

FIG. 7A depicts a message sequence chart for the call center resourceprocessor 324. The resource management processor 406 transmits theresource information related to the availability and capability of thecall center resource 340 to the call center database 404. The resourcemanagement processor 406 updates the call center database 404 with theresource information when the state of the call center resource 340changes such as an agent becoming available. The force managementprocessor 408 transmits the planning information for the call centerresource 340 to the call center database 404. The force managementprocessor 408 can update the call center database 404 with the planninginformation at regular time intervals like every five minutes. The callcenter database 404 will then have all the call center resource's 340availability and capability information for identification of anabsolute address.

The call processing system 316 transmits the address query to thepre-routing processor 402 for an absolute address to route the call to.The pre-routing processor 402 then transmits a database query to thecall center database 404 and receives the resource information from thecall center database 404. The pre-routing processor 402 also receivesthe service data from the call center database 404. The pre-routingprocessor 402 then transmits an ESP query to the ESP host IVR manager412 for prompting information. The ESP host IVR manager 412 can play ascript to receive prompting information such as customer entered digits.Other variations of scripts are discussed above. The ESP host IVRmanager then transmits the prompting information to the pre-routingprocessor 402.

The pre-routing processor 402 then identifies the absolute address basedon the resource information. The pre-routing processor 402 may also baseidentification on any service data including the prompting information.After identification, the pre-routing processor 402 transmits an addressresponse with the absolute address and the service data to the callprocessing system 316 through the control link 322.

FIG. 7B depicts a continuation message sequence chart for the callcenter resource processor 324. In FIG. 7B, if the call needs to betransferred to another agent, the call processing system 316 transmits atransfer query to the post-routing processor 410 for an absoluteaddress. The post-routing processor 410 then receives the transfer queryand transmits a database query to the call center database 404. Thepost-routing processor 410 then receives the resource informationrelated to the availability and capability of the call center resource340 from the call center database 404. The post-routing processor 410then identifies the absolute address for the new agent to transfer thecall to based on the resource information. The post-routing processor410 transmits an address response with the absolute address to the callprocessing system 316. Once the call is completed, the call processingsystem 316 transmits the call information and service data to the callcenter report processor 414 for reporting purposes.

FIG. 8 depicts a message sequence chart for the call center resource340. The call comes from the network element 336 via ATM link 338 to theATM Switch 500. Using the absolute address in the call packets, the ATMswitch 500 routes the call to the agent position 506. The service datacomes from the network element 336 via ATM link 338 to the ATM Switch500. Using the absolute address in the data packets, the ATM switch 500routes the service data to the agent position 506. After the call iscompleted, the agent position 506 transmits call information to the callcenter resource processor 324 via the ATM network 502 and the controllink 346. The call information could be caller number, called number,customer information, caller-entered digits/audio, and product/serviceinformation related to the call. Those skilled in the art willappreciate numerous variations in receiving calls by agent positions andinteractive voice responses.

FIGS. 9-47 depict an example of systems that could be adapted by thoseskilled in the art to support the invention. In particular, the systemdescribed below will be adapted for use as communication systems 326 and342 in FIG. 3.

The Controllable ATM Matrix

FIG. 9 illustrates an exemplary embodiment of a controllableasynchronous transfer mode (ATM) matrix (CAM), but other CAMs thatsupport the requirements of the invention also are applicable. The CAM902 may receive and transmit ATM formatted user communications or callsignaling.

The CAM 902 preferably has a control interface 904, a controllable ATMmatrix 906, an optical carrier-M/synchronous transport signal-M(OC-MISTS-M) interface 908, and an OC-X/STS-X interface 910. As usedherein in conjunction with OC or STS, “M” refers to an integer, and “X”refers to an integer.

The control interface 904 receives control messages originating from thesignaling processor 912, identifies virtual connection assignments inthe control messages, and provides these assignments to the matrix 906for implementation. The control messages may be received over an ATMvirtual connection and through either the OC-MISTS-M interface 908 orthe OC-X/STS-X interface 910 through the matrix 906 to the controlinterface 904, through either the OC-MISTS-M interface or the OC-X/STS-Xinterface directly to the control interface, or through the controlinterface from a link.

The matrix 906 is a controllable ATM matrix that provides cross connectfunctionality in response to control messages from the signalingprocessor 912. The matrix 906 has access to virtual path/virtualchannels (VP/VCs) over which it can connect calls. For example, a callcan come in over a VP/VC through the OC-MISTS-M interface 908 and beconnected through the matrix 906 over a VP/VC through the OC-X/STS-Xinterface 910 in response to a control message received by the signalingprocessor 912 through the control interface 904. Alternately, a call canbe connected in the opposite direction. In addition, the a call can bereceived over a VP/VC through the OC-M/STS-M interface 908 or theOC-X/STS-X interface 910 and be connected through the matrix 906 to adifferent VP/VC on the same OC-M/STS-M interface or the same OC-X/STS-Xinterface.

The OC-M/STS-M interface 908 is operational to receive ATM cells fromthe matrix 906 and to transmit the ATM cells over a connection to thecommunication device 914. The OC-M/STS-M interface 908 also may receiveATM cells in the OC or STS format and transmit them to the matrix 906.

The OC-X/STS-X interface 910 is operational to receive ATM cells fromthe matrix 906 and to transmit the ATM cells over a connection to thecommunication device 916. The OC-X/STS-X interface 910 also may receiveATM cells in the OC or STS format and transmit them to the matrix 906.

Call signaling may be received through and transferred from theOC-M/STS-M interface 908. Also, call signaling may be received throughand transferred from the OC-X/STS-X interface 910. The call signalingmay be connected on a connection or transmitted to the control interfacedirectly or via the matrix 906.

The signaling processor 912 is configured to transmit control messagesto the CAM 902 to implement particular features on particular VP/VCcircuits. Alternatively, lookup tables may be used to implementparticular features for particular VP/VCs.

FIG. 10 illustrates another exemplary embodiment of a CAM which has timedivision multiplex (TDM) capability, but other CAMs that support therequirements of the invention also are applicable. The CAM 1002 mayreceive and transmit in-band and out-of-band signaled calls.

The CAM 1002 preferably has a control interface 1004, an OC-N/STS-Ninterface 1006, a digital signal level 3 (DS3) interface 1008, a DS1interface 1010, a DS0 interface 1012, an ATM adaptation layer (AAL)1014, a controllable ATM matrix 1016, an OC-M/STS-M interface 1018A, anOC-X/STS-X interface 1018B, and an ISDN/GR-303 interface 1020. As usedherein in conjunction with OC or STS, “N” refers to an integer, “M”refers to an integer, and “X” refers to an integer.

The control interface 1004 receives control messages originating fromthe signaling processor 1022, identifies DS0 and virtual connectionassignments in the control messages, and provides these assignments tothe AAL 1014 or the matrix 1016 for implementation. The control messagesmay be received over an ATM virtual connection and through theOC-M/STS-M interface 1018A to the control interface 1004, through theOC-X/STS-X interface 1018B and the matrix 1016 to the control interface,or directly through the control interface from a link.

The OC-N/STS-N interface 1006, the DS3 interface 1008, the DS1 interface1010, the DS0 interface 1012, and the ISDN/GR-303 interface 1020 eachcan receive user communications from a communication device 1024.Likewise, the OC-M/STS-M interface 1018A and the OC-X/STS-X interface1018B can receive user communications from the communication devices1026 and 1028.

The OC-N/STS-N interface 1006 receives OC-N formatted usercommunications and STS-N formatted user communications and converts theuser communications to the DS3 format. The DS3 interface 1008 receivesuser communications in the DS3 format and converts the usercommunications to the DS1 format. The DS3 interface 1008 can receiveDS3s from the OC-N/STS-N interface 1006 or from an external connection.The DS1 interface 1010 receives the user communications in the DS1format and converts the user communications to the DS0 format. The DS1interface 1010 receives DS1s from the DS3 interface 1008 or from anexternal connection. The DS0 interface 1012 receives user communicationsin the DS0 format and provides an interface to the AAL 1014. TheISDN/GR-303 interface 1020 receives user communications in either theISDN format or the GR-303 format and converts the user communications tothe DS0 format. In addition, each interface may transmit usercommunications in like manner to the communication device 1024.

The OC-M/STS-M interface 1018A is operational to receive ATM cells fromthe AAL 1014 or from the matrix 1016 and to transmit the ATM cells overa connection to the communication device 1026. The OC-M/STS-M interface1018A also may receive ATM cells in the OC or STS format and transmitthem to the AAL 1014 or to the matrix 1016.

The OC-X/STS-X interface 1018B is operational to receive ATM cells fromthe AAL 1014 or from the matrix 1016 and to transmit the ATM cells overa connection to the communication device 1028. The OC-X/STS-X interface1018B also may receive ATM cells in the OC or STS format and transmitthem to the AAL 1014 or to the matrix 1016.

Call signaling may be received through and transferred from theOC-N/STS-N interface 1006 and the ISDN/GR-303 interface 1020. Also, callsignaling may be received through and transferred from the OC-M/STS-Minterface 1018A and the OC-X/STS-X interface 1018B. The call signalingmay be connected on a connection or transmitted to the control interfacedirectly or via an interface as explained above.

The AAL 1014 comprises both a convergence sublayer and a segmentationand reassembly (SAR) sublayer. The AAL 1014 obtains the identity of theDS0 and the ATM VP/VC from the control interface 1004. The AAL 1014 isoperational to convert between the DS0 format and the ATM format. AALsare known in the art, and information about AALs is provided byInternational Telecommunications Union (ITU) documents in the series ofI.363, which are incorporated herein by reference. For example, ITUdocument I.363.1 discusses AAL1. An AAL for calls is described in U.S.Pat. No. 5,806,553 entitled “Cell Processing for Voice Transmission,”which is incorporated herein by reference.

Calls with multiple 64 Kilo-bits per second (Kbps) DS0s are known asNx64 calls. If desired, the AAL 1014 can be configured to accept controlmessages through the control interface 1004 for Nx64 calls. The CAM 1002is able to interwork, multiplex, and demultiplex for multiple DS0s. Atechnique for processing VP/VCs is disclosed in U.S. patent applicationSer. No. 08/653,852, which was filed on May 28, 1996, and entitled“Telecommunications System with a Connection Processing System,” andwhich is incorporated herein by reference.

DS0 connections are bi-directional and ATM connections are typicallyuni-directional. As a result, two virtual connections in opposingdirections typically will be required for each DS0. Those skilled in theart will appreciate how this can be accomplished in the context of theinvention. For example, the cross-connect can be provisioned with asecond set of VP/VCs in the opposite direction as the original set ofVP/VCs.

The matrix 1016 is a controllable ATM matrix that provides cross connectfunctionality in response to control messages from the signalingprocessor 1022. The matrix 1016 has access to VP/VCs over which it canconnect calls. For example, a call can come in over a VP/VC through theOC-M/STS-M interface 1018A and be connected through the matrix 1016 overa VP/VC through the OC-X/STS-X interface 1018B in response to a controlmessage received by the signaling processor 1022 through the controlinterface 1004. Alternately, the matrix 1016 may transmit a callreceived over a VP/VC through the OC-MISTS-M interface 1018A to the AAL1014 in response to a control message received by the signalingprocessor 1022 through the control interface 1004. Communications alsomay occur in opposite directions through the various interfaces.

In some embodiments, it may be desirable to incorporate digital signalprocessing capabilities at, for example, the DS0 level. It also may bedesired to apply echo control to selected DS0 circuits. In theseembodiments, a signal processor may be included. The signaling processor1022 is configured to transmit control messages to the CAM 1002 toimplement particular features on particular DS0 or VP/VC circuits.Alternatively, lookup tables may be used to implement particularfeatures for particular circuits or VP/VCs.

It will be appreciated from the teachings above for the CAMs and for theteachings below for the ATM interworking units, that the above describedCAMs can be adapted for modification to transmit and receive otherformatted communications such as synchronous transport module (STM) andEuropean level (E) communications. For example, the OC/STS, DS3, DS1,DS0, and ISDN/GR-303 interfaces can be replaced by STMelectrical/optical (E/O), E3, E1, E0, and digital private networksignaling system (DPNSS) interfaces, respectively.

The ATM Interworking Unit

FIG. 11 illustrates an exemplary embodiment of an interworking unitwhich is an ATM interworking unit 1102 suitable for the presentinvention for use with a SONET system. Other interworking units thatsupport the requirements of the invention also are applicable. The ATMinterworking unit 1102 may receive and transmit in-band and out-of-bandcalls.

The ATM interworking unit 1102 preferably has a control interface 1104,an OC-N/STS-N interface 1106, a DS3 interface 1108, a DS1 interface1110, a DS0 interface 1112, a signal processor 1114, an AAL 1116, anOC-M/STS-M interface 1118, and an ISDN/GR-303 interface 1120. As usedherein in conjunction with OC or STS, “N” refers to an integer, and “M”refers to an integer.

The control interface 1104 receives control messages originating fromthe signaling processor 1122, identifies DS0 and virtual connectionassignments in the control messages, and provides these assignments tothe AAL 1116 for implementation. The control messages are received overan ATM virtual connection and through the OC-M/STS-M interface 1118 tothe control interface 1104 or directly through the control interfacefrom a link.

The OC-N/STS-N interface 1106, the DS3 interface 1108, the DS1 interface1110, the DS0 interface 1112, and the ISDN/GR-303 interface 1120 eachcan receive user communications from a communication device 1124.Likewise, the OC-M/STS-M interface 1118 can receive user communicationsfrom a communication device 1126.

The OC-N/STS-N interface 1106 receives OC-N formatted usercommunications and STS-N formatted user communications and demultiplexesthe user communications to the DS3 format. The DS3 interface 1108receives user communications in the DS3 format and demultiplexes theuser communications to the DS1 format. The DS3 interface 1108 canreceive DS3s from the OC-N/STS-N interface 1106 or from an externalconnection. The DS1 interface 1110 receives the user communications inthe DS1 format and demultiplexes the user communications to the DS0format. The DS1 interface 1110 receives DS1s from the DS3 interface 1108or from an external connection. The DS0 interface 1112 receives usercommunications in the DS0 format and provides an interface to the AAL1116. The ISDN/GR-303 interface 1120 receives user communications ineither the ISDN format or the GR-303 format and converts the usercommunications to the DS0 format. In addition, each interface maytransmit user communications in like manner to the communication device1124.

The OC-M/STS-M interface 1118 is operational to receive ATM cells fromthe AAL 1116 and to transmit the ATM cells over the connection to thecommunication device 1126. The OC-M/STS-M interface 1118 also mayreceive ATM cells in the OC or STS format and transmit them to the AAL1116.

Call signaling may be received through and transferred from theOC-N/STS-N interface 1106 and the ISDN/GR-303 interface 1120. Also, callsignaling may be received through and transferred from the OC-M/STS-Minterface 1118. The call signaling may be connected on a connection ortransmitted to the control interface directly or via another interfaceas explained above.

The AAL 1116 comprises both a convergence sublayer and a segmentationand reassembly (SAR) sublayer. The AAL 1116 obtains the identity of theDS0 and the ATM VP/VC from the control interface 1104. The AAL 1116 isoperational to convert between the DS0 format and the ATM format.

If desired, the AAL 1116 can be configured to accept control messagesthrough the control interface 1104 for Nx64 calls. The ATM interworkingunit 1102 is able to interwork, multiplex, and demultiplex for multipleDS0s.

DS0 connections are bi-directional and ATM connections are typicallyuni-directional. As a result, two virtual connections in opposingdirections typically will be required for each DS0. Those skilled in theart will appreciate how this can be accomplished in the context of theinvention. For example, the cross-connect can be provisioned with asecond set of VP/VCs in the opposite direction as the original set ofVP/VCs.

In some embodiments, it may be desirable to incorporate digital signalprocessing capabilities at the DS0 level. It may also be desired toapply echo control to selected DS0 circuits. In these embodiments, asignal processor 1114 is included either separately (as shown) or as apart of the DS0 interface 1112. The signaling processor 1122 isconfigured to transmit control messages to the ATM interworking unit1102 to implement particular features on particular DS0 circuits.Alternatively, lookup tables may be used to implement particularfeatures for particular circuits or VP/VCs.

FIG. 12 illustrates another exemplary embodiment of an interworking unitwhich is an ATM interworking unit 1202 suitable for the presentinvention for use with an SDH system. The ATM interworking unit 1202preferably has a control interface 1204, an STM-N electrical/optical(E/O) interface 1206, an E3 interface 1208, an E1 interface 1210, an E0interface 1212, a signal processor 1214, an AAL 1216, an STM-Melectrical/optical (E/O) interface 1218, and a DPNSS interface 1220. Asused herein in conjunction with STM, “N” refers to an integer, and “M”refers to an integer.

The control interface 1204 receives control messages from the signalingprocessor 1222, identifies E0 and virtual connection assignments in thecontrol messages, and provides these assignments to the AAL 1216 forimplementation. The control messages are received over an ATM virtualconnection and through the STM-M interface 1218 to the control interface1104 or directly through the control interface from a link.

The STM-N E/O interface 1206, the E3 interface 1208, the E1 interface1210, the E0 interface 1212, and the DPNSS interface 1220 each canreceive user communications from a second communication device 1224.Likewise, the STM-M E/O interface 1218 can receive user communicationsfrom a third communication device 1226.

The STM-N E/O interface 1206 receives STM-N electrical or opticalformatted user communications and converts the user communications fromthe STM-N electrical or STM-N optical format to the E3 format. The E3interface 1208 receives user communications in the E3 format anddemultiplexes the user communications to the E1 format. The E3 interface1208 can receive E3s from the STM-N E/O interface 1206 or from anexternal connection. The E1 interface 1210 receives the usercommunications in the E1 format and demultiplexes the usercommunications to the E0 format. The E1 interface 1210 receives E1 sfrom the STM-N E/O interface 1206 or the E3 interface 1208 or from anexternal connection. The E0 interface 1212 receives user communicationsin the E0 format and provides an interface to the AAL 1216. The DPNSSinterface 1220 receives user communications in the DPNSS format andconverts the user communications to the E0 format. In addition, eachinterface may transmit user communications in a like manner to thecommunication device 1224.

The STM-M E/O interface 1218 is operational to receive ATM cells fromthe AAL 1216 and to transmit the ATM cells over the connection to thecommunication device 1226. The STM-M E/O interface 1218 may also receiveATM cells in the STM-M E/O format and transmit them to the AAL 1216.

Call signaling may be received through and transferred from the STM-NE/O interface 1206 and the DPNSS interface 1220. Also, call signalingmay be received through and transferred from the STM-M E/O interface1218. The call signaling may be connected on a connection or transmittedto the control interface directly or via another interface as explainedabove.

The AAL 1216 comprises both a convergence sublayer and a segmentationand reassembly (SAR) sublayer. The AAL obtains the identity of the E0and the ATM VP/VC from the control interface 1204. The AAL 1216 isoperational to convert between the E0 format and the ATM format, eitherin response to a control instruction or without a control instruction.AAL's are known in the art. If desired, the AAL 1216 can be configuredto receive control messages through the control interface 1204 for Nx64user communications.

E0 connections are bi-directional and ATM connections typically areuni-directional. As a result, two virtual connections in opposingdirections typically will be required for each E0. Those skilled in theart will appreciate how this can be accomplished in the context of theinvention.

In some instances, it may be desirable to incorporate digital signalprocessing capabilities at the E0 level. Also, it may be desirable toapply echo control. In these embodiments, a signal processor 1214 isincluded either separately (as shown) or as a part of the E0 interface1212. The signaling processor 1222 is configured to transmit controlmessages to the ATM interworking unit 1202 to implement particularfeatures on particular circuits. Alternatively, lookup tables may beused to implement particular features for particular circuits or VP/VCs.

The Signaling Processor

The signaling processor receives and processes telecommunications callsignaling, control messages, and customer data to select connectionsthat establish communication paths for calls. In the preferredembodiment, the signaling processor processes SS7 signaling to selectconnections for a call. An example of call processing in a callprocessor and the associated maintenance that is performed for callprocessing is described in a U.S. patent application Ser. No. 09/026,766entitled “System and Method for Treating a Call for Call Processing,”which is incorporated herein by reference.

In addition to selecting connections, the signaling processor performsmany other functions in the context of call processing. It not only cancontrol routing and select the actual connections, but it also canobtain an absolute address, validate callers, control echo cancellers,generate accounting information, invoke intelligent network functions,access remote databases, manage traffic, and balance network loads. Oneskilled in the art will appreciate how the signaling processor describedbelow can be adapted to operate in the above embodiments.

FIG. 13 depicts an embodiment of a signaling processor. Other versionsalso are contemplated. In the embodiment of FIG. 13, the signalingprocessor 1302 has a signaling interface 1304, a call processing controlsystem 1306 (CPCS), and a call processor 1308. It will be appreciatedthat the signaling processor 1302 may be constructed as modules in asingle unit or as multiple units.

The signaling interface 1304 is coupled externally to signalingsystems—preferably to signaling systems having a message transfer part(MTP), an ISDN user part (ISUP), a signaling connection control part(SCCP), an intelligent network application part (NAP), and a transactioncapabilities application part (TCAP). The signaling interface 1304preferably is a platform that comprises an MTP level 1 1310, an MTPlevel 2 1312, an MTP level 3 1314, an SCCP process 1316, an ISUP process1318, and a TCAP process 1320. The signaling interface 1304 also hasINAP functionality.

The signaling interface 1304 may be linked to a communication device(not shown). For example, the communication device may be an SCP whichis queried by the signaling interface with a TCAP query to obtainadditional call-associated data. The answer message may have additionalinformation parameters that are required to complete call processing.The communication device also may be an STP or other device.

The signaling interface 1304 is operational to transmit, process, andreceive call signaling. The TCAP, SCCP, ISUP, and NAP functionality usethe services of the MTP to transmit and receive the messages.Preferably, the signaling interface 1304 transmits and receives SS7messages for MTP, TCAP, SCCP, and ISUP. Together, this functionality isreferred to as an “SS7 stack,” and it is well known. The softwarerequired by one skilled in the art to configure an SS7 stack iscommercially available. One example is the OMNI SS7 stack from Dale,Gesek, McWilliams & Sheridan, Inc. (the DGM&S company).

The processes of the signaling interface 1304 process information thatis received in message signal units (MSUs) and convert the informationto call information elements that are sent to the call processor 1308 tobe processed. A call information element may be, for example, an ISUPIAM message parameter from the MSU. The signaling interface 1304 stripsthe unneeded header information from the MSU to isolate the messageinformation parameters and passes the parameters to the call processor1308 as the call information elements. Examples of these parameters arethe called number, the calling number, and user service information.Other examples of messages with information elements are an ANM, an ACM,an REL, an RLC, and an INF. In addition, call information elements aretransferred from the call processor 1308 back to the signaling interface1304, and the information elements are reassembled into MSUs andtransferred to a signaling point.

The CPCS 1306 is a management and administration system. The CPCS 1306is the user interface and external systems interface into the callprocessor 1308. The CPCS 1306 serves as a collection point forcall-associated data such as logs, operational measurement data,statistical information, accounting information, and other call data.The CPCS 1306 can configure the call-associated data and/or transmit itto reporting centers.

The CPCS 1306 accepts data, such as the translations, from a source suchas an operations system and updates the data in the tables in the callprocessor 1308. The CPCS 1306 ensures that this data is in the correctformat prior to transferring the data to the call processor 1308. TheCPCS 1306 also provides configuration data to other devices includingthe call processor 1308, the signaling interface 1304, the interworkingunit (not shown), and the controllable ATM matrix (not shown). Inaddition, the CPCS 1306 provides for remote control of call monitoringand call tapping applications from the call processor 1308.

The CPCS 1306 also serves as a collection point for alarms. Alarminformation is transferred to the CPCS 1306. The CPCS 1306 thentransports alarm messages to the required communication device. Forexample, the CPCS 1306 can transport alarms to an operations center.

The CPCS 1306 also has a human-machine interface (HMI). This allows aperson to log onto the CPCS 1306 and manage data tables or review datatables in the CPCS or provide maintenance services.

The call processor 1308 processes call signaling and controls an ATMinterworking unit, such as an ATM interworking multiplexer (mux) thatperforms interworking of DS0s and VP/VCs, and an ATM matrix. However,the call processor 1308 may control other communications devices andconnections in other embodiments.

The call processor 1308 comprises a control platform 1322 and anapplication platform 1324. Each platform 1322 and 1324 is coupled to theother platform.

The control platform 1322 is comprised of various external interfacesincluding an interworking unit interface, a controllable ATM matrix, anecho interface, a resource control interface, a call informationinterface, and an operations interface. The control platform 1322 isexternally coupled to an interworking unit control, a controllable ATMmatrix control, an echo control, a resource control, accounting, andoperations. The interworking unit interface exchanges messages with atleast one interworking unit. These messages comprise DS0 to VP/VCassignments, acknowledgments, and status information. The controllableATM matrix interface exchanges messages with at least one controllableATM matrix. These messages comprise DS0 to VP/VC assignments, VP/VC toVP/VC assignments, acknowledgments, and status information. The echocontrol interface exchanges messages with echo control systems. Messagesexchanged with echo control systems might include instructions to enableor disable echo cancellation on particular DS0s, acknowledgments, andstatus information.

The resource control interface exchanges messages with externalresources. Examples of such resources are devices that implementcontinuity testing, encryption, compression, tonedetection/transmission, voice detection, and voice messaging. Themessages exchanged with resources are instructions to apply the resourceto particular DS0s, acknowledgments, and status information. Forexample, a message may instruct a continuity testing resource to providea loopback or to transmit and detect a tone for a continuity test.

The call information interface transfers pertinent call information to acall information processing system, such as to the CPCS 1306. Typicalcall information includes accounting information, such as the parties tothe call, time points for the call, and any special features applied tothe call. One skilled in the art will appreciate how to produce thesoftware for the interfaces in the control platform 1322.

The application platform 1324 processes signaling information from thesignaling interface 1304 to select connections. The identity of theselected connections are provided to the control platform 1322 for theinterworking unit interface and/or for the controllable ATM matrixinterface. The application platform 1324 is responsible for validation,translation, routing, call control, exceptions, screening, and errorhandling. In addition to providing the control requirements for theinterworking unit and the controllable ATM matrix, the applicationplatform 1324 also provides requirements for echo control and resourcecontrol to the appropriate interface of the control platform 1322. Inaddition, the application platform 1324 generates signaling informationfor transmission by the signaling interface 1304. The signalinginformation might be for ISUP, INAP, or TCAP messages to externalnetwork elements. Pertinent information for each call is stored in anenhanced circuit data block (ECDB) for the call. The ECDB can be usedfor tracking and accounting the call.

The application platform 1324 preferably operates in general accord withthe Basic Call State Model (BCSM) defined by the ITU. An instance of theBCSM is created to handle each call. The BCSM includes an originatingprocess and a terminating process. The application platform 1324includes a service switching function (S SF) that is used to invoke theservice control function (SCF). Typically, the SCF is contained in anSCP. The SCF is queried with TCAP or INAP messages that are transportedby the signaling interface 1304 and which are initiated with informationfrom the SSF in the application platform 1324. The originating orterminating processes will access remote databases with intelligentnetwork (IN) functionality via the SSF.

Software requirements for the application platform 1324 can be producedin specification and description language (SDL) defined in ITU-T Z.100or similar logic or description languages. The SDL can be converted intoC code. A real time case tool such as SDT from Telelogic, Inc. or ObjectTime from Object Time, Inc. can be used. Additional C and C++ code canbe added as required to establish the environment. It will beappreciated that other software languages and tools may be used.

The call processor 1308 can be comprised of the above-described softwareloaded onto a computer. The computer can be a generally availablefault-tolerant Unix computer, such as those provided by Sun, Tandem, orHewlett Packard. It may be desirable to utilize the multi-threadingcapability of a Unix operating system.

From FIG. 13, it can be seen that the application platform 1324processes signaling information to control numerous systems andfacilitate call connections and services. The SS7 signaling is exchangedbetween the call processor 1308 and external components through thesignaling interface 1304, and control information is exchanged withexternal systems through the control platform 1322. Advantageously, thesignaling interface 1304, the CPCS 1306, and the call processor 1308 arenot integrated into a switch central processing unit (CPU) that iscoupled to a switching matrix. Unlike an SCP, the components of thesignaling processor 1302 are capable of processing ISUP messagesindependently of TCAP queries.

SS7 Message Designations

SS7 messages are well known. Designations for various SS7 messagescommonly are used. Those skilled in the art are familiar with thefollowing message designations:

ACM Address Complete Message ANM Answer Message BLO Blocking BLABlocking Acknowledgment CPG Call Progress CGB Circuit Group BlockingCGBA Circuit Group Blocking Acknowledgment GRS Circuit Group Reset GRACircuit Group Reset Acknowledgment CGU Circuit Group Unblocking CGUACircuit Group Unblocking Acknowledgment CQM Circuit Group Query CQRCircuit Group Query Response CRM Circuit Reservation Message CRA CircuitReservation Acknowledgment CVT Circuit Validation Test CVR CircuitValidation Response CFN Confusion COT Continuity CCR Continuity CheckRequest EXM Exit Message INF Information INR Information Request IAMInitial Address Message LPA Loop Back Acknowledgment PAM Pass AlongMessage REL Release RLC Release Complete RSC Reset Circuit RES ResumeSUS Suspend UBL Unblocking UBA Unblocking Acknowledgment UCIC UnequippedCircuit Identification Code.Call Processor Tables

Call processing typically entails two aspects. First, an incoming or“originating” connection is recognized by an originating call process.For example, the initial connection that a call uses to enter a networkis the originating connection in that network. Second, an outgoing or“terminating” connection is selected by a terminating call process. Forexample, the terminating connection is coupled to the originatingconnection in order to extend the call through the network. These twoaspects of call processing are referred to as the originating side ofthe call and the terminating side of the call.

FIG. 14 depicts an exemplary data structure preferably used by the callprocessor 1302 of FIG. 13 to execute the BCSM. This is accomplishedthrough a series of tables that point to one another in various ways.The pointers typically are comprised of next function and next labeldesignations. The next function points to the next table, and the nextlabel points to an entry or a range of entries in that table. It will beappreciated that the pointers for the main call processing areillustrated in FIG. 14.

The primary data structure has a TDM trunk circuit table 1402, an ATMtrunk circuit table 1404, a trunk group table 1406, a carrier table1408, an exception table 1410, an originating line information (OLI)table 1412, an automatic number identification (ANI) table 1414, acalled number screening table 1416, a called number table 1418, arouting table 1420, a trunk group class of service (COS) table 1422, anda message mapping table 1424. Also included in the data structure are aday of year table 1426, a day of week table 1428, a time of day table1430, and a time zone table 1432.

The TDM trunk circuit table 1402 contains information required toprovision the TDM side of a connection from the call processor site.Each circuit on the TDM side of a connection has an entry. The TDM trunkcircuit table 1402 is accessed from the trunk group table 1406 or anexternal call process, and it points to the trunk group table.

The ATM trunk circuit table 1404 contains information required toprovision the ATM side of a connection. Typically, one record appears inthis table per ATM trunk group. Although, the system can be configuredalternately for multiple records per trunk group. The ATM trunk circuittable 1404 is accessed from the trunk group table 1406 or an externalcall process, and it points to the trunk group table.

The trunk group table 1406 contains information that is required tobuild trunk groups out of different trunk members identified in the TDMand ATM trunk circuit tables 1402 and 1404. The trunk group table 1406contains information related to the originating and terminating trunkgroups. The trunk group table 1406 typically points to the carrier table1408. Although, the trunk group table 1406 may point to the exceptiontable 1410, the OLI table 1412, the ANI table 1414, the called numberscreening table 1416, the called number table 1418, the routing table1420, the day of year table 1426, the day of week table 1428, the timeof day table 1430, and the treatment table (see FIG. 15).

For default processing of an IAM of an outgoing call in the forwarddirection, when the call process determines call setup and routingparameters for user communications on the originating portion, the trunkgroup table 1406 is the next table after the TDM and ATM trunk circuittables 1402 and 1404, and the trunk group table points to the carriertable 1408. For default processing of an IAM of an outgoing call in theforward direction, when the call process determines call setup androuting parameters for user communications on the terminating portion,the trunk group table 1406 is the next table after the routing table1420, and the trunk group table points to the TDM or ATM trunk circuittable 1402 or 1404. For default processing of an ACM or an ANM of anoutgoing call in the originating direction, when the call processdetermines parameters for signaling, the trunk group table 1406 is thenext table after the TDM or ATM trunk circuit table 1402 or 1404, andthe trunk group table points to the message mapping table 1424. It willbe appreciated that this is the default method, and, as explainedherein, other implementations of table processing occur.

The carrier table 1408 contains information that allows calls to bescreened based, at least in part, on the carrier information parameterand the carrier selection parameter. The carrier table 1408 typicallypoints to the exception table 1410. Although, the carrier table 1408 maypoint to the OLI table 1412, the ANI table 1414, the called numberscreening table 1416, the called number table 1418, the routing table1420, the day of year table 1426, the day of week table 1428, the timeof day table 1430, the treatment table (see FIG. 15), and the databaseservices table (see FIG. 16).

The exception table 1410 is used to identify various exceptionconditions related to the call that may influence the routing orhandling of the call. The exception table 1410 contains information thatallows calls to be screened based, at least in part, on the called partynumber and the calling party's category. The exception table 1410typically points to the OLI table 1412. Although, the exception table1410 can point to the ANI table 1414, the called number screening table1416, the called number table 1418, the routing table 1420, the day ofyear table 1426, the day of week table 1428, the time of day table 1430,the call rate table, the percent control table, the treatment table (seeFIG. 15), and the database services table (see FIG. 16).

The OLI table 1412 contains information that allows calls to be screenedbased, at least in part, on originating line information in an IAM. TheOLI table 1412 typically points to the ANI table 1414. Although, the OLItable can point to the called number screening table 1416, the callednumber table 1418, the routing table 1420, the day of year table 1426,the day of week table 1428, the time of day table 1430, and thetreatment table (see FIG. 15).

The ANI table 1414 is used to identify any special characteristicsrelated to the caller's number, which is commonly known as automaticnumber identification. The ANI table 1414 is used to screen and validatean incoming ANI. ANI specific requirements such as queuing, echocancellation, time zone, and treatments can be established. The ANItable 1414 typically points to the called number screening table 1416.Although, the ANI table 1414 can point to the called number table 1418,the routing table 1420, the day of year table 1426, the day of weektable 1428, the time of day table 1430, and the treatment table (seeFIG. 15).

The called number screening table 1416 is used to screen called numbers.The called number screening table 1416 determines the disposition of thecalled number and the nature of the called number. The called numberscreening table 1416 is used to provide the trigger detection point(TDP) for an AIN SCP TCAP query. It is used, for example, with the localnumber portability (LNP) feature. The called number screening table caninvoke a TCAP. The called number screening table 1416 typically pointsto the called number table 1418. Although, the called number screeningtable 1416 can point to the routing table 1420, the treatment table, thecall rate table, the percent table (see FIG. 15), and the databaseservices table (see FIG. 16).

The called number table 1418 is used to identify routing requirementsbased on, for example, the called number. This will be the case forstandard calls. The called number table 1418 typically points to therouting table 1410. In addition, the called number table 1426 can beconfigured to alternately point to the day of year table 1426. Thecalled number table 1418 can also point to the treatment table (see FIG.15) and the database services table (see FIG. 16).

The routing table 1420 contains information relating to the routing of acall for various connections. The routing table 1420 typically points tothe treatment table (see FIG. 15). Although, the routing table also canpoint to the trunk group table 1406 and the database services table (seeFIG. 16).

For default processing of an IAM of an outgoing call in the forwarddirection, when the call process determines call setup and routingparameters for user communications, the routing table 1420 is the nexttable after the called number table 1418, and the routing table pointsto the trunk group table 1406. For default processing of an IAM of anoutgoing call in the forward direction, when the call process determinesparameters for signaling, the routing table 1420 is the next table afterthe called number table 1418, and the routing table points to themessage mapping table 1424. It will be appreciated that this is thedefault method, and, as explained herein, other implementations of tableprocessing occur.

The trunk group COS table 1422 contains information that allows calls tobe routed differently based on the class of service assigned to theoriginating trunk group and to the terminating trunk group. The trunkgroup COS table can point to the routing table 1420 or the treatmenttable (see FIG. 15).

When the trunk group COS table 1422 is used in processing, after therouting table 1420 and the trunk group table 1406 are processed, thetrunk group table points to the trunk group COS table. The trunk groupCOS table points back to the routing table 1420 for further processing.Processing then continues with the routing table 1420 which points tothe trunk group table 1406, and the trunk group table which points tothe TDM or ATM trunk circuit table 1402 or 1404. It will be appreciatedthat this is the default method, and, as explained herein, otherimplementations of table processing occur.

The message mapping table 1424 is used to provide instructions for theformatting of signaling messages from the call processor. It typicallycan be accessed by the routing table 1420 or the trunk group table 1406and typically determines the format of the outgoing messages leaving thecall processor.

The day of year table 1426 contains information that allows calls to berouted differently based on the day of the year. The day of year tabletypically points to the routing table 1420 and references the time zonetable 1432 for information. The day of year table 1426 also can point tothe called number screening table 1416, the called number table 1418,the routing table 1420, the day of week table 1428, the time of daytable 1430, and the treatment table (see FIG. 15).

The day of week table 1428 contains information that allows calls to berouted differently based on the day of the week. The day of week tabletypically points to the routing table 1420 and references the time zonetable 1432 for information. The day of week table 1428 also can point tothe called number screening table 1416, the called number table 1418,the time of day table 1430, and the treatment table (see FIG. 15).

The time of day table 1430 contains information that allows calls to berouted differently based on the time of the day. The time of day table1430 typically points to the routing table 1420 and references the timezone table 1432 for information. The time of day table 1430 also canpoint to the called number screening table 1416, the called number table1418, and the treatment table (see FIG. 15).

The time zone table 1432 contains information that allows callprocessing to determine if the time associated with the call processingshould be offset based on the time zone or daylight savings time. Thetime zone table 1432 is referenced by, and provides information to, theday of year table 1426, the day of week table 1428, and the time of daytable 1430.

FIG. 15 is an overlay of FIG. 14. The tables from FIG. 14 are present.However, for clarity, the table's pointers have been omitted, and sometables have not been duplicated in FIG. 15. FIG. 15 illustratesadditional tables that can be accessed from the tables of FIG. 14. Theseinclude an outgoing release table 1502, a treatment table 1504, a callrate table 1506, and a percent control table 1508, and time/date tables1510.

The outgoing release table 1502 contains information that allows callprocessing to determine how an outgoing release message is to beformatted. The outgoing release table 1502 typically points to thetreatment table 1506.

The treatment table 1504 identifies various special actions to be takenin the course of call processing. For example, based on the incomingtrunk group or ANI, different treatments or cause codes are used toconvey problems to the called and calling parties. This typically willresult in the transmission of a release message (REL) and a cause value.The treatment table 1504 typically points to the outgoing release table1502 and the database services table (see FIG. 16).

The call rate table 1506 contains information that is used to controlcall attempts on an attempt per second basis. Preferably, attempts from100 per second to 1 per minute are programmable. The call rate table1506 typically points to the called number screening table 1416, thecalled number table 1418, the routing table 1420, and the treatmenttable 1504.

The percent control table 1508 contains information that is used tocontrol call attempts based upon a percent value of the traffic that isprocessed through call processing. The percent control table 1508typically points to the called number screening table 1416, the callednumber table 1418, the routing table 1420, and the treatment table 1504.

The date/time tables 1510 have been identified in FIG. 14 as the day ofyear table 1426, the day of week table 1428, the time of day table 1426,and the time zone table 1432. They are illustrated in FIG. 15 as asingle location for ease and clarity but need not be so located.

FIG. 16 is an overlay of FIGS. 14-15. The tables from FIGS. 14-15 arepresent. However, for clarity, the table's pointers have been omitted,and some tables have not been duplicated in FIG. 16.

FIG. 16 illustrates additional tables that can be accessed from thetables of FIGS. 14-15 and which are directed to the TCAP and the SCCPmessage processes. These include a database services table 1602, asignaling connection control part (SCCP) table 1604, an intermediatesignaling network identification (ISNI) table 1606, a transactioncapabilities application part (TCAP) table 1608, and an advancedintelligent network (AIN) event parameters table 1610.

The database services table 1602 contains information about the type ofdatabase service requested by call processing. The database servicestable 1602 references and obtains information from the SCCP table 1604and the TCAP table 1608. After the database function is performed, thecall is returned to normal call processing. The database services table1602 points to the called number table 1418.

The SCCP table 1604 contains information and parameters required tobuild an SCCP message. The SCCP table 1604 is referenced by the databaseservices table 1602 and provides information to the database servicestable.

The ISNI table 1606 contains network information that is used forrouting SCCP message to a destination node. The ISNI table 1606 isreferenced by the SCCP table 1604 and provides information to the SCCPtable.

The TCAP table 1608 contains information and parameters required tobuild a TCAP message. The TCAP table 1608 is referenced by the databaseservices table 1602 and provides information to the database servicestable.

The AIN event parameters table 1610 contains information and parametersthat are included in the parameters portion of a TCAP event message. TheAIN event parameters table 1610 is referenced by the TCAP table 1608 andprovides information to the TCAP table.

FIG. 17 is an overlay of FIGS. 14-16. The tables from FIGS. 14-16 arepresent. However, for clarity, the tables have not been duplicated inFIG. 17. FIG. 17 illustrates additional tables that can be used to setupthe call process so that the tables of FIGS. 14-16 may be used. Thesesetup tables 1702 include a site office table 1704, an external echocanceller table 1706, an interworking unit (IWU) table 1708, acontrollable ATM matrix (CAM) interface table 1710, and a controllableATM matrix (CAM) table 1712.

The site office table 1704 contains information which lists office-wideparameters, some of which are information-based and others which affectcall processing. The site office table 1704 provides information to thecall processor or switch during initialization or other setupprocedures, such as population of data or transfer of information to oneor more memory locations for use during call processing.

The external echo canceller 1706 contains information that provides theinterface identifier and the echo canceller type when an external echocanceller is required. The external echo canceller table 1706 providesinformation to the call processor or switch during initialization orother setup procedures, such as population of data or transfer ofinformation to one or more memory locations for use during callprocessing.

The IWU table 1708 contains the interne protocol (IP) identificationnumbers for interfaces to the interworking units at the call processoror switch site. The IWU table 1708 provides information to the callprocessor or switch during initialization or other setup procedures,such as population of data or transfer of information to one or morememory locations for use during call processing.

The CAM interface table 1710 contains information for the logicalinterfaces associated with the CAM. The CAM interface table 1710provides information to the call processor or switch duringinitialization or other setup procedures, such as population of data ortransfer of information to one or more memory locations for use duringcall processing.

The CAM table 1712 contains information associated with the logical andphysical setup properties of the CAM. The CAM table 1712 providesinformation to the call processor or switch during initialization orother setup procedures, such as population of data or transfer ofinformation to one or more memory locations for use during callprocessing.

FIGS. 23-52 depict examples of the various tables described above. Itwill be appreciated that other versions of tables may be used. Inaddition, information from the identified tables may be combined orchanged to form different tables.

FIG. 18 depicts an example of a TDM trunk circuit table. The TDM trunkcircuit table is used to access information about the originatingcircuit for originating circuit call processing. It also is used toprovide information about the terminating circuit for terminatingcircuit call processing. The trunk group number of the circuitassociated with the call is used to enter the table. The group member isthe second entry that is used as a key to identify or fill informationin the table. The group member identifies the member number of the trunkgroup to which the circuit is assigned, and it is used for the circuitselection control.

The table also contains the trunk circuit identification code (TCIC).The TCIC identifies the trunk circuit which is typically a DS0. The echocanceller (EC) label entry identifies the echo canceller, if any, whichis connected to the circuit. The interworking unit (IWU) label and theinterworking unit (IWU) port identify the hardware location and the portnumber, respectively, of the interworking unit. The DS1/E1 label and theDS1/E1 channel denote the DS1 or the E1 and the channel within the DS1or E1, respectively, that contains the circuit. The initial statespecifies the state of the circuit when it is installed. Valid statesinclude blocked if the circuit is installed and blocked from usage,unequipped if the circuit is reserved, and normal if the circuit isinstalled and available from usage.

FIG. 19 depicts an example of an ATM trunk circuit table. The ATM trunkcircuit table is used to access information about the originatingcircuit for originating circuit call processing. It also is used toprovide information about the terminating circuit for terminatingcircuit call processing.

The trunk group number of the circuit associated with the call is usedto enter the table. The group size denotes the number of members in thetrunk group. The starting trunk circuit identification code (TCIC) isthe starting TCIC for the trunk group, and it is used in the routinglabel of an ISUP message. The transmit interface label identifies thehardware location of the virtual path on which the call will betransmitted. The transmit interface label may designate either aninterworking unit interface or a CAM interface for the designated trunkmembers. The transmit virtual path identifier (VPI) is the VP that willbe used on the transmission circuit side of the call. The receiveinterface label identifies the hardware location of the virtual path onwhich the call will be received. The receive interface label maydesignate either an interworking unit interface or a CAM interface forthe designated trunk members. The receive virtual path identifier (VPI)is the VP that will be used on the reception circuit side of the call.The initial state specifies the state of the circuit when it isinstalled. Valid states include blocked if the circuit is installed andblocked from usage, unequipped if the circuit is reserved, and normal ifthe circuit is installed and available from usage.

FIG. 20A depicts an example of a trunk group table. The trunk groupnumber of the trunk group associated with the circuit is used to keyinto the trunk group table. The administration information field is usedfor information purposes concerning the trunk group and typically is notused in call processing. The associated point code is the point code forthe far end switch or call processor to which the trunk group isconnected. The common language location identifier (CLLI) entry is astandardized Bellcore entry for the associated office to which the trunkgroup is connected. The trunk type identifies the type of the trunk inthe trunk group. The trunk type may be a TDM trunk, an ATM trunk fromthe interworking unit, or an ATM trunk from the CAM.

The associated numbering plan area (NPA) contains informationidentifying the switch from which the trunk group is originating or towhich the trunk group is terminating. The associated jurisdictioninformation parameter (JIP) contains information identifying the switchfrom which the trunk group is originating or to which the trunk group isterminating. If an ISUP JIP is not received in an IAM, the default JIPis a value recorded on the call processor ECDB. If an incoming IAM doesnot have a JIP, call processing will populate the JIP of the outgoingIAM with the default value from the trunk group table. If a JIP is notdata filled, an outgoing JIP is not transmitted.

The time zone label identifies the time zone that should be used whencomputing a local date and a local time for use with a day of yeartable, the day of week table, and the time of day table. The echocanceller information field describes the trunk group echo cancellationrequirements. Valid entries for the echo canceller information includenormal for a trunk group that uses internal echo cancellation, externalfor a trunk group that requires external echo cancellers, and disablefor a trunk group that requires no echo cancellation for any callpassing over the group.

FIG. 20B is a continuation of FIG. 20A for the trunk group table. Thesatellite entry specifies that the trunk group for the circuit isconnected through a satellite. If the trunk group uses too manysatellites, then a call should not use the identified trunk group. Thisfield is used in conjunction with the nature of connection satelliteindicator field from the incoming IAM to determine if the outgoing callcan be connected over this trunk group. The select sequence indicatesthe methodology that will be used to select a connection. Valid entriesfor the select sequence field include the following: most idle, leastidle, ascending, or descending. The interworking unit (IWU) prioritysignifies that outgoing calls will attempt to use a trunk circuit on thesame interworking unit before using a trunk circuit on a differentinterworking unit.

Glare resolution indicates how a glare situation is to be resolved.Glare is the dual seizure of the same circuit. If the glare resolutionentry is set to “even/odd,” the switch or the call processor with thehigher point code value will control the even number TCICs within thetrunk group. The switch or call processor with the lower point codevalue will control the odd number TCICs. If the glare resolution entryis set to “all,” the call processor controls all of the TCICs within thetrunk group. If the glare resolution entry is set to “none,” the callprocessor will have no glare control and will yield to all doubleseizures within the trunk group.

Continuity control indicates whether continuity is to be checked.Continuity for outgoing calls on the originating call processor arecontrolled on a trunk group basis. This field specifies whethercontinuity is not required or whether continuity is required and thefrequency of the required check. The field identifies a percentage ofthe calls that require continuity check.

The reattempt entry specifies how many times the outgoing call will bere-attempted using a different circuit from the same trunk group after acontinuity check failure, a glare, or other connection failure. Theignore local number portability (LNP) information specifies whether ornot the incoming LNP information is ignored. The treatment label is alabel into the treatment table for the trunk group used on the call.Because specific trunk group connections may require specific releasecauses or treatments for a specific customer, this field identifies thetype of treatment that is required. The message mapping label is a labelinto the message mapping table which specifies the backward messageconfiguration that will be used on the trunk group.

FIG. 20C is a continuation of FIG. 20B for the trunk group table. Thequeue entry signifies that the terminating part of the trunk group iscapable of queuing calls originating from a subscriber that called anumber which terminates in this trunk group.

The ring no answer entry specifies whether the trunk group requires ringno answer timing. If the entry is set to 0, the call processing will notuse the ring no answer timing for calls terminated on the trunk group. Anumber other than 0 specifies the ring no answer timing in seconds forcalls terminating on this trunk group. The voice path cut through entryidentifies how and when the terminating call's voice path will be cutthrough on the trunk group. The options for this field include thefollowing: connect for a cut through in both directions after receipt ofan ACM, answer for cut through in the backward direction upon receipt ofan ACM, then cut through in the forward direction upon receipt of anANM, or immediate for cut through in both directions immediately afteran IAM has been sent.

The originating class of service (COS) label provides a label into aclass of service table that determines how a call is handled based onthe combination of the originating COS and the terminating COS fromanother trunk group. Based on the combination of this field and theterminating COS of another trunk group's field, the call will be handleddifferently. For example, the call may be denied, route advanced, orotherwise processed. The terminating class of service (COS) labelprovides a label into a class of service table that determines how acall is handled based on the combination of the originating COS fromanother trunk group and the terminating COS from the present trunkgroup. Based on a combination of this field and the originating COS thecall will be handled differently. For example, the call may be denied,route advanced, or otherwise processed.

Call control provides an index to a specific trunk group level trafficmanagement control. Valid entries include normal for no control applied,skip control, applied wide area telecommunications service (WATS)reroute functionality, cancel control, reroute control overflow, andreroute immediate control. The next function points to the next table,and the next label points to an entry or a range of entries in thattable.

FIG. 21 depicts an example of a carrier table. The carrier label is thekey to enter the table. The carrier identification (ID) specifies thecarrier to be used by the calling party. The carrier selection entryidentifies how the caller specifies the carrier. For example, itidentifies whether the caller dialed a prefix digit or whether thecaller was pre-subscribed. The carrier selection is used to determinehow the call will be routed. The next function points to the next table,and the next label defines an area in that table for further callprocessing.

FIG. 22 depicts an example of an exception table. The exception label isused as a key to enter the table. The calling party's category entryspecifies how to process a call from an ordinary subscriber, an unknownsubscriber, or a test phone. The called number nature of addressdifferentiates between 0+ calls, 1+ calls, test calls, local routingnumber (LRN) calls, and international calls. For example, internationalcalls might be routed to a pre-selected international carrier. Thecalled number “digits from” and “digits to” focus further processingunique to a defined range of called numbers. The “digits from” field isa decimal number ranging from 1-15 digits. It can be any length and, iffilled with less than 15 digits, is filled with 0s for the remainingdigits. The “digits to” is a decimal number ranging from 1-15 digits. Itcan be any length and, if filled with less than 15 digits, is filledwith 9s for the remaining digits. The next function and next labelentries point to the next table and the next entry within that table forthe next routing function.

FIG. 23 depicts an example of the originating line information (OLI)table. The OLI label is used as a key to enter the table from a priornext function operation. The originating line information entryspecifies the information digits that are being transmitted from acarrier. Different calls are differentiated based on the informationdigits. For example, the information digits may identify an ordinarysubscriber, a multi-party line, N00 service, prison service, cellularservice, or private pay station. The next function and next labelentries point to the next table and the area within that table for thenext routing function.

FIG. 24 depicts an example of an automatic number identification (ANI)table. The ANI label is used as a key to enter the table from a priornext option. The charge calling party number “digits from” and “digitsto” focus further processing unique to ANI within a given range. Theseentries are looked at to determine if the incoming calling number fallswithin the “digits from” and “digits to” fields. The time zone labelindicates the entry in the time zone table that should be used whencomputing the local date and time. The time zone label overrides thetime zone information from the trunk group table 1406.

The customer information entry specifies further customer information onthe originating side for call process routing. The echo cancellation(EC) information field specifies whether or not to apply echocancellation to the associated ANI. The queue entry identifies whetheror not queuing is available to the calling party if the called party isbusy. Queuing timers determine the length of time that a call can bequeued. The treatment label defines how a call will be treated based oninformation in the treatment table. For example, the treatment label maytransmit a call to a specific recording based on a dialed number. Thenext function and next label point to the next table and an area withinthat table for further call processing.

FIG. 25 depicts an example of a called number screening table. Thecalled number screening label is used as a key to enter the table. Thecalled number nature of address indicates the type of dialed number, forexample, national versus international. The nature of address entryallows the call process to route a call differently based on the natureof address value provided. The “digits from” and “digits to” entriesfocus further processing unique to a range of called numbers. The“digits from” and “digits to” columns both contain called number digits,such as NPA-NXX ranges, that may contain ported numbers and are checkedfor an LRN. This table serves as the trigger detection point (TDP) foran LNP TCAP when, for example, NPA-NXXs of donor switches that have hadsubscribers port their numbers are data filled in the “digits from” and“digits to” fields. The delete digits field provides the number ofdigits to be deleted from the called number before processing continues.The next function and next label point to the next table and the areawithin that table for further call processing.

FIG. 26 depicts an example of a called number table. The called numberlabel is used as a key to enter the table. The called number nature ofaddress entry indicates the type of dialed number, for example, nationalversus international. The “digits from” and “digits to” entries focusfurther processing unique to a range of numbers, including LRNs. Thenext function and next label point to a next table and the area withinthat table used for further call processing.

FIG. 27 depicts an example of a day of year table. The day of year labelis used as a key to enter the table. The date field indicates the localdate which is applicable to the action to be taken during the processingof this table. The next function and next label identify the table andthe area within that table for further call processing.

FIG. 28 depicts an example of a day of week table. The day of week labelis a key that is used to enter the table. The “day from” field indicatesthe local day of the week on which the action to be taken by this tableline entry is to start. The “day to” field indicates the local day ofthe week on which the action to be taken by this table line entry is toend. The next function and next label identify the next table and thearea within that table for further call processing.

FIG. 29 depicts an example of a time of day table. The time of day labelis used as a key to enter the table from a prior next function. The“time from” entry indicates the local time on which an action to betaken is to start. The “time to” field indicates the local time justbefore which the action to be taken is to stop. The next function andnext label entries identify the next table and the area within thattable for further call processing.

FIG. 30 depicts an example of a time zone table. The time zone label isused as a key to enter the table and to process an entry so that acustomer's local date and time may be computed. The coordinateduniversal time (UTC) indicates a standard offset of this time zone fromthe UTC. The UTC is also known as Greenwich mean time, GMT, or Zulu. TheUTC should be positive for time zones east of Greenwich, such as Europeand Asia, and negative for time zones west of Greenwich, such as NorthAmerica. The daylight savings entry indicates whether daylight savingstime is used during the summer in this time zone.

FIG. 31 depicts an example of a routing table. The routing label is usedas a key to enter the table from a prior next function. The route numberspecifies a route within a route list. Call processing will process theroute choices for a given route label in the order indicated by theroute numbers. The next function and next label identify the next tableand the area within that table for further call processing. The signalroute label is associated with the next action to be taken by callprocessing for this call. The signal route label provides the index toaccess the message mapping label. The signal route label is used inorder to modify parameter data fields in a signaling message that isbeing propagated to a next switch or a next call processor.

FIG. 32 depicts an example of a trunk group class of service (COS)table. The originating trunk COS label and the terminating trunk COSlabel are used as keys to enter the table and define call processing.The next function identifies the next action that will be taken by callprocessing for this call. Valid entries in the next function column maybe continued, treat, route advanced, or routing. Based on these entriescall processing may continue using the current trunk group, transmit thecalls to treatment, skip the current trunk group and the routing tableand go to the next trunk group on the list, or send the call to adifferent label in the routing table. The next label entry is a pointerthat defines the trunk circuit group that the next function will use toprocess the call. This field is ignored when the next function iscontinued or route advanced.

FIG. 33 depicts an example of a treatment table. The treatment label isa key that is used to enter the table. The treatment label is adesignation in a call process that determines the disposition of thecall. The error/cause label correspond either to internally generatederror conditions and call processing or to incoming release causevalues. For each treatment label, there will be a set of errorconditions and cause values that will be associated with a series oflabels for the call processing error conditions and a series of labelsfor all incoming release message cause values. The next function andnext label point to the next table and the area within that table forfurther call processing.

FIG. 34 depicts an example of an outgoing release table. The outgoingrelease label is used as a key to enter the table for processing. Theoutgoing cause value location identifies the type of network to be used.For example, the location entry may specify a local or remote network ora private, transit, or international network. The coding standardidentifies the standard as an International Telecommunications Union(ITU) standard or an American National Standards Institute (ANSI)standard. The cause value designates error, maintenance, ornon-connection processes.

FIG. 35 depicts an example of a percent control table. The percent labelis used as a key to enter the table. The control percentage specifiesthe percentage of incoming calls that will be affected by the control.The control next function allows attempts for call connection to berouted to another table during call processing. The control next labelpoints to an area within that table for further call processing. Thepassed next function allows only incoming attempts to be routed toanother table. The next label points to an area in that table forfurther call processing.

FIG. 36 depicts an example of a call rate table. The call rate label isused as a key to enter the table. The call rate specifies the number ofcalls that will be passed by the control on or for completion. Callprocessing will use this information to determine if the incoming callnumber falls within this control. The control next function allows ablocked call attempt to be routed to another table. The control nextlabel is a pointer that defines the area in the next table for furthercall processing. The passed next function allows only an incoming callattempt to be rerouted to another table. The passed next function is apointer that defines an area in that table for further call processing.

FIG. 37 depicts an example of a database services table. The databaseservices label is used as a key to enter the table. The service typedetermines the type of logic that is applied when building andresponding to database queries. Service types include local numberportability and N00 number translation. The signaling connection controlpart (SCCP) label identifies a location within an SCCP table for furthercall processing. The transaction capabilities application part (TCAP)label identifies a location within a TCAP table for further processing.The next function identifies the location for the next routing functionbased on information contained in the database services table as well asinformation received from a database query. The next label entryspecifies an area within the table identified in the next function forfurther processing.

FIG. 38A depicts an example of a signaling connection control part(SCCP) table. The SCCP label is used as a key to enter the field. Themessage type entry identifies the type of message that will be sent inthe SCCP message. Message types include Unitdata messages and ExtendedUnitdata messages. The protocol class entry indicates the type ofprotocol class that will be used for the message specified in themessage type field. The protocol class is used for connectionlesstransactions to determine whether messages are discarded or returnedupon an error condition. The message handling field identifies how thedestination call processor or switch is to handle the SCCP message if itis received with errors. This field will designate that the message isto be discarded or returned. The hop counter entry denotes the number ofnodes through which the SCCP message can route before the message isreturned with an error condition. The segmentation entry denotes whetheror not this SCCP message will use segmentation and send more than oneSCCP message to the destination.

FIG. 38B is a continuation of FIG. 38A for the SCCP table. Theintermediate signaling network identification (ISNI) fields allow theSCCP message to traverse different networks in order to reach a desirednode. The ISNI type identifies the type of ISNI message format that willbe used for this SCCP message. The route indicator subfield identifieswhether or not this SCCP message requires a special type of routing togo through other networks. The mark identification subfield identifieswhether or not network identification will be used for this SCCPmessage. The label subfield identifies a unique address into the ISNItable when the route indicator sub-field is set to “constrained” and themark identification subfield is set to “yes.”

FIG. 38C is a continuation of FIG. 38B for the SCCP table. FIG. 38Cidentifies the called party address field and subfields to provideinformation on how to route this SCCP message. The address indicatorsubsystem number (SSN) indicates whether or not a subsystem number willbe included in the called party address. The point code entry indicateswhether or not a point code will be included in the calling partyaddress. The global title indicator subfield identifies whether or not aglobal title translation will be used to route the SCCP message. If aglobal title translation is chosen, this subfield also identifies thetype. The routing indicator subfield identifies the elements that willbe used to route the message. Valid entries include global title andpoint code. The national/international subfield identifies whether theSCCP message will use national or international routing and set up.

The subsystem number field identifies the subsystem number for the SCCPmessage. The point code number indicates the destination point code towhich the SCCP message will be routed. This field will be used forrouting messages that do not require SCCP translation.

The global title translation field allows intermediate nodes totranslate SCCP messages so that the messages can be routed to thecorrect destination with the correct point code. The global titletranslation type entry directs the SCCP message to the correct globaltitle translation function. The encode scheme identifies how the addresstype will be encoded. The number plan subfield identifies the numberingplan that will be sent to the destination node. The address typesubfield will identify which address type to use for address digits andthe SCCP routing through the network.

FIG. 38D is a continuation of FIG. 38C for the SCCP table. FIG. 38Didentifies the calling party address field which contains the routinginformation that the destination database uses to retain the SCCPmessage. The address indicator subsystem number (SSN) indicates whetheror not a subsystem number will be included in the called party address.The point code subfield indicates whether or not a point code will beincluded in the calling party address. The global title indicatorsubfield identifies whether or not global title translation will be usedto route the SCCP message. The routing indicator subfield identifieswhich elements will be used throughout the message. This field mayinclude global title elements or point code elements. Thenational/international, subfield identifies whether the SCCP will usenational or international routing and set up.

The subsystem number identifies a subsystem number for the SCCP message.The point code number field indicates the destination point code towhich the SCCP message will be routed. The global title translationsallow the intermediate nodes to translate SCCP messages and to route themessages to the correct destination. The global title translation typedirects the SCCP message to the correct global title translationfunction. The encode scheme identifies how the address type will beencoded. The number plan identifies the number plan that will be sent tothe destination node. The address type subfield identifies the addresstype to use for address digits in the SCCP routing through the network.

FIG. 39 depicts an example of an intermediate signaling networkidentification (ISNI) table. The ISNI table contains a list of networksthat will be used for routing SCCP messages to the destination node. TheISNI label is used as a key to enter the table. The network fields 1-16identify the network number of up to 16 networks that may be used forrouting the SCCP message.

FIG. 40 depicts an example of a transaction capabilities applicationpart (TCAP) table. The TCAP label is used as a key to enter the table.The TCAP type identifies the type of the TCAP that will be constructed.The TCAP types include advanced intelligent network (AIN) anddistributed intelligent network architecture (DINA). The tag classindicates whether the message will use a common or proprietarystructure. The package type field identifies the package type that willbe used in the transaction portion of the TCAP message. The componenttype field identifies the component type that will be used in thecomponent portion of the TCAP message. The message type field identifiesthe type of TCAP message. Message types include variable optionsdepending on whether they are AIN message types or DINA message types.

FIG. 41 depicts an example of an external echo canceller table. The echocanceller type specifies if an external echo canceller is being used onthe circuit and, if so, the type of echo canceller. The echo cancellerlabel points to a location in the controllable ATM matrix table forfurther call processing. The RS-232 address is the address of the RS-232interface that is used to communicate with the external echo canceller.The module entry is the module number of the external echo canceller.

FIG. 42 depicts an example of an interworking unit interface table. Theinterworking unit (IWU) is a key that is used to enter the table. TheIWU identification (ID) identifies which interworking unit is beingaddressed. The internet protocol (IP) sockets 1-4 specify the IP socketaddress of any of the four connections to the interworking unit.

FIG. 43 depicts an example of a controllable ATM matrix (CAM) interfacetable. The CAM interface label is used as a key to enter the table. TheCAM label indicates which CAM contains the interface. The logicalinterface entry specifies a logical interface or port number in the CAM.

FIG. 44 depicts an example of a controllable ATM matrix (CAM) table. TheCAM label is used as a key to enter the table. The CAM type indicatesthe type of CAM control protocol. The CAM address identifies the addressof the CAM.

FIG. 45A depicts an example of a call processor or switch site officetable. The office CLLI name identifies a CLLI of the associated officefor the call processor or switch. The call processor or switch site nodeidentifier (ID) specifies the call processor or switch node identifier.The call processor or switch origination identifier (ID) specifies acall processor or switch origination identifier. The software identifier(ID) specifies a software release identifier. The call processoridentifier (ID) specifies the call processor or switch identifier thatis sent to the inter working units.

FIG. 45B is a continuation of FIG. 45A of the call processor or switchsite office table. The automatic congestion control (ACC) specifieswhether ACC is enabled or disabled. The automatic congestion controllevel (ACL) 1 onset identifies an onset percentage value of a firstbuffer utilization. The ACL 1 abate entry specifies an abatementpercentage of utilization for a first buffer. The ACL 2 onset entryspecifies an onset level for a second buffer. The ACL 2 abate entryspecifies an abatement level percentage of buffer utilization for asecond buffer. The ACL 3 onset entry specifies an onset level percentageof buffer utilization for a third buffer. The ACL 3 abate entryspecifies an abatement level percentage of buffer utilization for athird buffer.

FIG. 45C is a continuation of FIG. 45B for the call processor or switchsite office table. The maximum trunks for the off hook queuing (maxtrunks OHQ) specifies a maximum number of trunk groups that can have theoff hook queuing enabled. The OHQ timer one (TQ1) entry specifies thenumber of milliseconds for the off hook timer number one. The OHQ timertwo (TQ2) entry specifies the number of seconds for the off hook timernumber two. The ring no answer timer specifies the number of seconds forthe ring no answer timer. The billing active entry specifies whetherECDBs are being sent to the call processing control system (CPCS). Thenetwork management (NWM) allow entry identifies whether or not aselective trunk reservation and group control are allowed or disallowed.The billing failure free call entry specifies if a call will not bebilled if the billing process is unavailable. The billing failure freecall will either be enabled for free calls or disabled so that there areno free calls.

FIG. 45D is a continuation of FIG. 45C for the call processor or switchsite office table. The maximum (max) hop counts identifies the number ofcall processor or switch hops that may be made in a single call. Themaximum (max) table lookups identifies the number of table lookups thatmay performed for a single call. This value is used to detect loops inrouting tables.

FIGS. 46A-46B depict an example of an advanced intelligent network (AIN)event parameters table. The AIN event parameters table has two columns.The first identifies the parameters that will be included in theparameters portion of the TCAP event message. The second entry mayinclude information for analysis.

FIG. 47 depicts an example of a message mapping table. This table allowsthe call processor to alter information in outgoing messages. Themessage type field is used as a key to enter the table and representsthe outgoing standard message type. The parameters entry is a pertinentparameter within the outgoing message. The indexes point to variousentries in the trunk group and determine if parameters are passedunchanged, omitted, or modified in the outgoing messages.

The above-described elements can be comprised of instructions that arestored on storage media. The instructions can be retrieved and executedby a processor. Some examples of instructions are software, programcode, and firmware. Some examples of storage media are memory devices,tape, disks, integrated circuits, and servers. The instructions areoperational when executed by the processor to direct the processor tooperate in accord with the invention. Those skilled in the art arefamiliar with instructions, processor, and storage media.

Those skilled in the art will appreciate variations of theabove-described embodiments that fall within the scope of the invention.As a result, the invention is not limited to the specific examples andillustrations discussed above, but only by the following claims andtheir equivalents.

1. A method of operating a telecommunications network, the methodcomprising: receiving signaling for a voice call; processing thesignaling to generate a query to a call center having a plurality ofdevices within the call center; transmitting the query to the callcenter; receiving a query response wherein the query response includes apacket address that identifies a device from among the plurality ofdevices within the call center; transferring communications for thevoice call to the device in packets wherein the packets include headershaving the packet address allowing the call to be routed within the callcenter to the device without requiring translation within the callcenter.
 2. The method of claim 1 further comprising processing the queryto identify the packet address based on a caller number.
 3. The methodof claim 1 further comprising processing the query to identify thepacket address based on a time of day.
 4. The method of claim 1 furthercomprising processing the query to identify the packet address based ona day of the week.
 5. The method of claim 1 further comprisingprocessing the query to identify the packet address based on a day ofthe year.
 6. The method of claim 1 further comprising processing thequery to identify the packet address based on a geographic region. 7.The method of claim 1 further comprising processing the query toidentify the packet address based on a called number.
 8. The method ofclaim 1 further comprising processing the query to identify the packetaddress based on load balancing statistics of call center resources. 9.The method of claim 1 further comprising processing the query toidentify the packet address based upon caller entered digits.
 10. Themethod of claim 1 wherein the packet address comprises a hardwareaddress of the device used to receive the call at the call center. 11.The method of claim 10 wherein the packet address comprises a portidentifier.
 12. The method of claim 10 wherein the packet addresscomprises a MAC-layer address.
 13. The method of claim 10 wherein thepacket address comprises an ATM address.
 14. A telecommunications systemcomprising: a call processing system configured to receive signaling fora voice call, process the signaling to generate a query to a call centerhaving a plurality of devices within the call center, transmit the queryto the call center, and receive a query response wherein the queryresponse includes a packet address that identifies a device from amongthe plurality of devices within the call center; and a routing systemconfigured to transfer communications for the voice call to the devicein packets wherein the packets include headers having the packet addressallowing the call to be routed within the call center to the devicewithout requiring translation within the call center.
 15. Thetelecommunications system of claim 14 wherein the query includes acaller number used to identify the packet address.
 16. Thetelecommunications system of claim 14 wherein the query includes a timeof day used to identify the packet address.
 17. The telecommunicationssystem of claim 14 wherein the query includes a day of the week used toidentify the packet address.
 18. The telecommunications system of claim14 wherein the query includes a day of the year used to identify thepacket address.
 19. The telecommunications system of claim 14 whereinthe query includes a geographic region used to identify the packetaddress.
 20. The telecommunications system of claim 14 wherein the queryincludes a called number used to identify the packet address.
 21. Thetelecommunications system of claim 14 wherein the query includes callerentered digits used to identify the packet address.
 22. Thetelecommunications system of claim 14 wherein the packet addresscomprises a hardware address of the device used to receive the call atthe call center.
 23. The telecommunications system of claim 22 whereinthe packet address comprises a port identifier.
 24. Thetelecommunications system of claim 22 wherein the packet addresscomprises a MAC-layer address.
 25. The telecommunications system ofclaim 22 wherein the packet address comprises an ATM address.